Manager – Mobile Banker at Family Bank Ltd

The objective of this role is to drive the adoption of the bank’s digital solutions including but not limited to mobile  banking among our customers and in the market. The role shall focus on driving the delivery and adoption of the  bank’s digital solutions while ensuring they remain relevant and real answers to customers’ daily lifestyle needs.

Key Responsibilities:

• Achieve revenue targets, profitability, and growth as per agreed budgets. 
• Drive the adoption and usage of the bank’s mobile solutions. These include the full adoption and usage of the 
• Bank Apps, Social, STK solutions as well as USSD solutions in their different segments for self-serve as well  as on the bank’s channels including Lipa na Family merchants, Bank agents, Bank ATMs, Billers among other  usage options.
• Responsible for the Bank’s Digital P&L as well as Balance Sheet delivery. This shall include ensuring the right pricing for the bank’s digital products, revenue leakage prevention as well as mobilizing the targeted deposits  through the Digital suit of solutions.
• Formulate and implement Business, Marketing and Promotional Strategies in line with overall Retail Banking  business goals. 
• Oversee the tracking and proper allocation of revenues to the unit.
• Manage the Unit’s costs, including Product, Channels and Digital Banking costs in-line with approved budgets. 
• Manage Fee structures, NPL’s and minimize revenue leakage. 
• Optimize Retail Business by lowering costs through automation and digitization of Retail Products, Processes  and Services
• Define and deliver segment-led Product, Channel & Digital Banking Customer Value Propositions (CVPs) for  all Retail Banking segments. 
• Research, conceptualize, design, develop, test, pilot, launch, promote\market, improve and retire Retail 
• Products, Channels and Digital solutions. 
• Track envisaged Project benefits for New\revamped solutions to ensure benefits are realized as per Business  Case. 
• Run training interventions and workshops for Retail Sales teams and other relevant teams and stakeholders, to  successfully ensure the implementation of new solutions and sustained growth of existing solutions. 
• Responsible for managing and implementing marketing activities through research, strategic planning and  implementation. 
• Monitor competition and emerging Product, Channels and Digital technologies, and develop strategies and  tactics to reduce any threats to ongoing and future Retail business. 
• Manage ecosystems of in-house support teams and external vendors and partners responsible for the success  and good health of new and existing Products, Channels and Digital Banking solutions.
• Participate in customer surveys and achieve targeted metrics for both internal and external customers. 
• Design, develop, improve, and implement customer engagement strategies, Products and Digital solutions that  deliver great customer service and customer satisfaction. 
• Manage and coordinate the Unit’s client engagement efforts across Retail Banking segments and ensure that  individuals are clear on their contribution and expected outcomes.
• Inculcate a customer- centric team culture that focuses on efficient service delivery and excellent customer  service.
• Monitor, identify and mitigate the Unit’s related risks in conjunction with supporting units such as Operations, 
• Information Technology, Risk, Audit, Compliance etc.
• HR Department Doc.

The Person: 

The ideal candidate must possess the following: 

• A bachelor’s degree in business administration, finance or related field from a recognized university, Professional  qualifications will be an added advantage. 
• Five (5) years hands-on Banking experience in a busy front and Back Office Operations function, IT or Business-related  function. 
• Experience of a minimum of 5 (Five) years in a Mobile business-related function, will be an added advantage.
• Thorough knowledge of CBK prudential guidelines and Data Protection Act.
• Experience in Account / Customer management.
• Ability to clearly communicate strategy, plans and issues across the organization by developing business cases, 
• presentations & stakeholder communications even with senior management.